Hallgarth Surgery

Surgery ignored mental health concerns for months

I have been raising concerns with this surgery for an extended period regarding a family member's wellbeing. Despite these repeated reports, I feel no meaningful action has been taken. The situation has since escalated significantly, which I believe could have been prevented with appropriate support. I am extremely disappointed with the care provided and intend to escalate this matter further.

Long-term patients valued for respect and dignity

My spouse and I have received care at this practice for more than two decades. Throughout this time, we have consistently been treated with respect, compassion and consideration for our dignity. The team has always been willing to go the extra mile, and the clinical staff have demonstrated a genuine understanding of the challenges that come with getting older. We remain entirely satisfied with the care we receive and would not wish to seek treatment elsewhere. Thank you.

Practice cancelled medication without proper warning

The practice discontinued my medication without prior notification, which resulted in me experiencing withdrawal symptoms. Although they addressed the situation temporarily for a week, the same issue occurred again. Given that my prescriptions are managed on a weekly basis due to my health condition, this pattern of events has been concerning. I have submitted formal complaints to both the practice and the relevant regulatory body as I felt my concerns were not adequately addressed.

Photos weren't sent off when promised

Attended an appointment where images were taken for onward referral to hospital. After the expected timeframe for receiving results passed without contact, I called to follow up. I was informed that the images had not yet been sent and would be dispatched that same day. When I called again several days later, I was told someone would contact me that day, but no call came through. I rang again that afternoon to check on progress and was advised the relevant clinician had left for the day and would call the following morning. I am still awaiting this call and have been unable to reach anyone by phone.

Hard to book appointments and felt unsupported

This practice is disappointing, with difficulty obtaining appointments. Once seen, despite test results indicating a deficiency, medication was withdrawn and further support was not provided when my condition deteriorated.

Receptionist diagnosed me over the phone

Why maintain a medical practice when the reception staff appear to possess diagnostic expertise? I received what felt like a complete assessment and resolution during a brief phone interaction. Perhaps the reception team should focus on their core responsibilities of answering calls and scheduling appointments, rather than providing clinical guidance.

Straightforward appointment booking and friendly reception

No issues to report.

Appointment times weren't respected at all

Disappointing experience at this practice. Appointments were not adhered to and the overall visit felt unproductive. Would not recommend signing up. Not satisfied with the service provided.

Phone lines impossible to get through on

Deeply disappointed with my experience. I preferred my previous practice in another location. The appointment system is frustrating—calling at the designated time results in no availability, and the phone lines are constantly busy, making it difficult to get through. I was scheduled to see a clinician but instead saw a different healthcare professional who suggested I call back the next day for the appointment I thought I had. The reception staff came across as unhelpful and dismissive, which affected how welcomed I felt. Processing repeat prescriptions takes considerably longer than expected. After blood tests were taken, I was told someone would contact me, but weeks later I was informed it was my responsibility to follow up, despite being told they would call. A health concern I presented was not taken seriously and attributed to something else entirely. I subsequently required hospital admission where I received a different diagnosis. Overall, I found the care and attention to be inadequate and felt my concerns were not properly addressed or investigated.

Phone queue blocked all available appointments

The service at this practice was extremely disappointing. I called at 8:30 in the morning and despite getting through just five minutes later, I was told there were no available appointments. It seems frustrating that slots appear to fill up so quickly, and I felt that those with mobility issues should perhaps be prioritised. I found it very difficult to attend in person given my circumstances, and I would not recommend this practice based on my experience.

Confusing opening hours information online and phone

The practice appears to show as open on their online information, however when attempting to contact them by phone, callers are consistently directed to ring 111 or 999 instead, with messages indicating the surgery is closed.

Respectful staff made all the difference

I experienced difficulties with my previous GP practice, where I felt I was not treated with the consideration I deserved. Since transferring to my current practice several years ago, my experience has been significantly better. The team has consistently demonstrated kindness and helpfulness, and I truly value their respectful and patient approach to my care. I am very grateful for the support I receive here.

Always contacted when promised by surgery

I'm disappointed to see so many unfavourable comments, as our practice has faced challenges with staffing levels recently but I have consistently received follow-up contact as assured, been provided with necessary prescriptions and arranged for investigations when needed. The team are making genuine efforts despite these constraints, and visiting an emergency department would highlight how fortunate we are to have this service readily available locally.

Long-term patient appreciates efficient triage system

I have been a patient at this practice for a considerable time and I have found it to be excellent throughout. The triage system, appointment booking process, administrative team and clinical staff have all consistently provided a high standard of service. I have had limited consultations with the doctors over the years, but both occasions were efficient and beneficial.

Rude receptionists and impossible phone appointment system

Extremely dissatisfied with this practice and would strongly recommend avoiding it. The phone manner was very poor with unhelpful attitudes displayed. Reception staff were discourteous throughout interactions. The level of care provided felt inadequate. Attempting to book an appointment proves difficult, with availability repeatedly unavailable and suggestions to call back the following morning at 8am. Remote consultations are offered as an alternative, though these feel ineffective and unproductive given that most medical concerns require an in-person examination rather than verbal description, which can easily be misunderstood. A family member experienced ongoing issues with knee and lower back pain spanning two years but was consistently offered only telephone appointments rather than face-to-face visits. Her medication management was frequently changed and adjusted, with one clinician suggesting discontinuation of her prescriptions until independent medical advice was sought elsewhere. Despite two years passing, the underlying issues remain unresolved, which the reviewer attributes to inadequate care. Following a transfer to another practice, the family member is now undergoing proper investigations including imaging to establish a diagnosis. The reviewer considers the entire practice problematic from administrative staff through to clinical staff, noting that only clinicians from neighbouring surgeries have provided respectful and helpful interactions without condescension. Typical experiences include lengthy telephone wait times of around two hours, absence of return calls, and extended delays of one to two weeks for prescription processing. The reviewer believes the practice should be closed and patients transferred to a nearby alternative that demonstrates genuine commitment to patient welfare and requirements.

Promised callback never arrived about medication

The medication issue was not handled correctly, and I was assured that someone would contact me to resolve it on that day since no one was available the previous day. However, I did not receive the expected call.

Long waits for appointments and phone lines

You could have experienced a serious health deterioration during the extended wait time for an appointment or while trying to reach the practice.

Always helpful when I needed support

I have consistently had positive experiences at this practice and have always received the assistance I required. Given the broader challenges within the healthcare system and resource constraints, I recognise that staff members often work within limitations beyond their control, yet they have consistently demonstrated their commitment to providing care in my experience.

Got through on the phone and got help

Contacted the practice to arrange an appointment and was able to be seen. Received a diagnosis and was prescribed appropriate medication as required, which was appreciated 😊

Reception staff were unhelpful and dismissive

The reception staff can be unhelpful and occasionally rude towards patients. It is difficult to obtain appointments and challenging to reach the practice by telephone. This experience has been disappointing and frustrating.